Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Armand Alikaj

Naples,FL

Summary

Dynamic Guest Experience Manager at The Perry Hotel Naples, adept at enhancing guest satisfaction through exceptional service and effective complaint resolution. Proven track record in staff training and inventory management, fostering a high-performing team that consistently exceeds expectations. Committed to delivering memorable experiences while driving operational excellence.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Tigress Restaurant Guest Experience Manager

The Perry Hotel Naples
Naples, FL
02.2025 - Current
  • Managed guest interactions to enhance overall satisfaction and experience.
  • Coordinated front desk operations to ensure smooth guest check-in and check-out processes.
  • Implemented feedback systems to gather guest opinions and improve service quality.
  • Trained staff on customer service best practices and restaurant policies.
  • Assisted in resolving guest complaints promptly and effectively.
  • Organized special events and activities to engage guests during their stay.
  • Collaborated with housekeeping to maintain high cleanliness standards in guest areas.
  • Provided guidance, support, and coaching to team members in order to improve their customer service skills.
  • Managed relationships with external vendors related to services impacting the guest experience.
  • Investigated escalated complaints from guests and took appropriate action when necessary.
  • Monitored the performance of team members to ensure they are meeting customer service standards.
  • Responded to guests, including email, telephone, and in-person inquiries.

Wine Consultant

Vins Cultes
Naples, FL
01.2019 - 12.2024
  • Managed client relationships to understand their needs and expectations.
  • Conducted market research to identify trends and opportunities for clients.
  • Provided ongoing support and advice to clients throughout investment cycles.
  • Advised clients on wine selections based on preferences and occasions.
  • Conducted tastings to educate customers about various wine profiles.
  • Managed inventory to ensure product availability and freshness.
  • Collaborated with suppliers to source high-quality wines for the portfolio.
  • Cultivated relationships with clients to enhance customer loyalty and satisfaction.

Restaurant Owner/Operator Manager

Quail Village Golf Club
Naples, FL
06.2016 - 06.2018
  • Managed daily restaurant operations at a premier golf club facility.
  • Developed seasonal menus incorporating fresh, local ingredients for diverse clientele.
  • Trained and supervised staff to ensure high service standards and efficiency.
  • Coordinated catering services for events, enhancing guest experiences at the club.
  • Implemented inventory management practices to optimize food and beverage supplies.
  • Established vendor relationships to source quality products for restaurant offerings.
  • Handled customer inquiries and resolved issues to maintain satisfaction levels.
  • Organized staff schedules to ensure adequate coverage during peak service times.
  • Managed cash flow by setting budgets for expenses such as labor cost, food cost, ensuring timely payment of bills and taxes as well as monitoring accounts receivable and payable records .
  • Optimized profits by controlling food, beverage and labor costs.
  • Oversaw daily operations of the restaurant including staff scheduling, budgeting and inventory management.
  • Maintained relationships with suppliers and distributors in order to secure best deals on orders placed .
  • Established standards for quality control, customer service, health and safety regulations.
  • Made weekly employee schedules, assigned work tasks and regularly checked quality and productivity of team members.
  • Managed food preparation, guest interaction, quality control and customer relations.
  • Received and scheduled food and beverage deliveries, checking delivery contents to verify product quality and quantity.
  • Interviewed potential hires for front-of-house positions such as servers and bartenders .
  • Analyzed financial reports to identify areas of improvement or cost savings opportunities.
  • Developed successful marketing plans to increase sales and profits while managing costs.
  • Trained and supervised kitchen staff in proper food preparation techniques.
  • Collaborated with chefs on new recipes, flavors and presentations for dishes served in the restaurant.
  • Maintained up-to-date knowledge of industry trends and best practices.
  • Ensured compliance with health codes, safety regulations, and other applicable laws.
  • Oversaw food preparation, production and presentation according to quality standards.
  • Ensured compliance with local health codes and safety regulations.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.

General Manager of Operations

Merrick Seafood - Fishtale Grill
Cape Coral, FL
05.2015 - 06.2016
  • Managed daily operations to ensure efficient workflow and productivity.
  • Developed and implemented operational strategies to enhance performance and service quality.
  • Oversaw inventory management, ensuring stock levels met operational demands.
  • Coordinated cross-departmental initiatives to streamline processes and improve communication.
  • Led staff training programs to enhance employee skills and operational knowledge.
  • Analyzed performance data to identify areas for process improvements and efficiencies.
  • Fostered a collaborative work environment to motivate teams towards common goals.
  • Ensured compliance with safety regulations and company policies throughout operations.
  • Assessed employee performance and provided feedback regarding areas of strength or improvement opportunities.
  • Oversaw daily operations of multiple departments, ensuring compliance with established protocols.
  • Resolved escalated customer service issues in a timely manner.
  • Collaborated with marketing team to develop promotional campaigns for products or services.

Fine Wine and Crafted Spirits Sales Consultant

Vinecraft/XXI Wine & Spirits
Miami, FL
05.2013 - 05.2015
  • Consulted with clients to understand their wine and spirits preferences.
  • Developed tailored sales strategies to meet diverse customer needs effectively.
  • Assisted in inventory management to ensure product availability and quality.
  • Provided exceptional customer service to foster long-term client relationships.
  • Worked with fellow sales team members to achieve group targets.
  • Developed and maintained relationships with clients to increase sales revenue.
  • Provided detailed product information to customers, including features, prices, and availability.
  • Performed cold calls to prospective customers to introduce company offerings.
  • Listened to customers to understand needs and refer to optimal services.
  • Participated in regular training sessions on new products, services, and industry trends.
  • Landed new customer accounts through consistent combination of perseverance, dedicated cold calling, and exceptional service.
  • Generated daily reports on sales activities for management review.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
  • Collaborated with marketing team to design promotional materials for campaigns.
  • Maintained accurate records of all sales activities in the CRM system.
  • Monitored competitor activity and pricing strategies to adjust accordingly.
  • Addressed customer questions and concerns regarding products and services.
  • Developed key customer relationships to increase sales.
  • Prepared and delivered appropriate presentations on products and services.
  • Conducted market research to identify selling possibilities and evaluated customer needs actively.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Engaged casual shoppers to provide information about featured products and recommend merchandise, driving sales opportunities.

Head Sommelier/Manager on Duty

David Burke Townhouse
New York, NY
08.2012 - 02.2013
  • Curated wine lists to enhance guest dining experiences.
  • Developed and conducted wine education sessions for staff and patrons.
  • Managed inventory to ensure optimal stock levels and selection quality.
  • Collaborated with chefs to create harmonious food and wine pairings.
  • Evaluated wine quality through tastings and supplier reviews.
  • Oversaw wine service standards during special events and private functions.
  • Trained junior sommeliers on proper service techniques and product knowledge.
  • Liaised with distributors to source unique wines for the establishment's collection.
  • Performed regular quality control checks on bottles stored in the restaurant's cellar.
  • Evaluated customer preferences for certain types of wines when selecting inventory.
  • Monitored sales reports to ensure consistent rotation of stock items and maximize profit margins.
  • Organized tasting events for customers to sample various types of wines.
  • Developed and maintained relationships with wine distributors, wineries, and other suppliers to ensure access to the best wines.
  • Created weekly wine specials menus to promote new or featured wines.
  • Sourced rare or hard-to-find bottles from specialty stores upon request from customers.
  • Directed day-to-day operations of bar and wine programs, minimizing cost wherever possible without compromising quality.

Dining Room Manager

Kellari Hospitality Group
New York, NY
01.2012 - 08.2012
  • Managed dining room operations to ensure exceptional guest experiences.
  • Trained and supervised staff on service standards and restaurant policies.
  • Oversaw inventory management for dining supplies and equipment.
  • Addressed guest inquiries and resolved issues promptly and professionally.
  • Implemented health and safety protocols in dining areas consistently.
  • Organized staff schedules to meet operational needs efficiently.
  • Resolved customer complaints in a professional manner.
  • Maintained presence on dining room floor and assisted team to support efficiency of service.

Restaurant Owner/General Manager of Operations

Absinthe Restaurant and Lounge
Naples, FL
02.2008 - 06.2012
  • Coordinated marketing efforts to increase local visibility and attract new customers.
  • Managed cash flow by setting budgets for expenses such as labor cost, food cost, ensuring timely payment of bills and taxes as well as monitoring accounts receivable and payable records .
  • Optimized profits by controlling food, beverage and labor costs.
  • Oversaw daily operations of the restaurant including staff scheduling, budgeting and inventory management.
  • Hired, trained and motivated staff to fill all restaurant openings.
  • Analyzed financial reports to identify areas of improvement or cost savings opportunities.
  • Ensured compliance with all applicable laws, regulations and policies governing restaurants in the area.
  • Performed regular inspections of kitchen facilities to ensure cleanliness, safety requirements are met as well as adherence to health codes, regulations set by state, local government agencies .
  • Developed and implemented effective marketing strategies to increase restaurant sales.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed reports on operational performance metrics and identified areas of improvement.
  • Maintained up-to-date knowledge of relevant laws and regulations related to operations management.

Restaurant Owner/Restaurant General Manager

Nektar, A Mediterranean Jewel
Naples, FL
05.2005 - 12.2009
  • Managed daily operations of a high-volume restaurant environment.
  • Worked in close collaboration with team members to ensure customers received high-quality service.
  • Supervised activities of dining room staff to maintain service levels and support guest needs.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Server Captain/Assistant Manager

Bice Ristorante
Naples, FL
02.2003 - 02.2005
  • Supervised dining staff to ensure excellent customer service and teamwork.
  • Managed table assignments and coordinated service flow during busy shifts.
  • Trained new servers on menu knowledge and service standards.
  • Communicated with kitchen staff to ensure timely food preparation and delivery.
  • Resolved customer complaints promptly to maintain satisfaction and loyalty.
  • Conducted pre-shift meetings to outline daily specials and operational updates.
  • Implemented hygiene practices to comply with health regulations consistently.
  • Assisted in inventory management of dining supplies and equipment regularly.
  • Greeted guests and provided them with menus.
  • Inspected dining areas for cleanliness and proper set-up of tables and chairs.
  • Ensured that all food items were prepared according to recipes, standards, and plating guidelines.
  • Organized seating arrangements for large parties.
  • Maintained up-to-date knowledge of menu items, ingredients, and preparation methods.
  • Provided wine suggestions to guests.
  • Processed payments using various payment types including credit cards, cash, checks.
  • Supervised team members during shift operations ensuring tasks were completed efficiently.
  • Prepared weekly schedules for server staff based on budget constraints.

Server Captain

Registry Resort/Lafite Fine Dining
Naples, FL
11.1998 - 12.2002
  • Oversaw dining room operations during peak service hours.
  • Managed guest reservations and seating arrangements for optimal flow.
  • Provided exceptional customer service, addressing guest needs promptly.
  • Greeted guests and provided them with menus.
  • Performed closing duties such as restocking supplies, cleaning work stations, and cashing out registers.
  • Managed cash drawer during shift operations including counting down at beginning and end of shifts.
  • Inspected dining areas for cleanliness and proper set-up of tables and chairs.
  • Received orders from customers, entered orders into POS system, and delivered orders accurately to kitchen staff.
  • Organized seating arrangements for large parties.
  • Balanced daily transactions against sales reports generated by POS system.
  • Maintained up-to-date knowledge of menu items, ingredients, and preparation methods.
  • Monitored food quality throughout service periods to ensure freshness and temperature accuracy of dishes served.
  • Provided wine suggestions to guests.
  • Provided exceptional service to high volume of daily customers.
  • Maintained knowledge of menu items, ingredients and preparation methods to assist guests with menu selection.
  • Worked with management to coordinate special functions and events.
  • Used suggestive selling techniques to entice customers with more expensive or higher-margin items and add-ons.

Education

Bachelor of Science - Electrical Engineering

Universiteti Politeknik
Tirana, Albania
06-1995

Skills

  • Guest service
  • Inventory management
  • Event coordination
  • Complaint resolution
  • Staff training
  • Customer relationship management
  • Team leadership
  • Sales strategies
  • Quality control
  • Data analysis
  • Vendor management
  • Time management
  • Sales and upselling
  • Brand representation
  • Guest relations expertise
  • Language fluency
  • Exceptional communication
  • Complaint handling
  • Strong empathy
  • Hospitality best practices
  • Hospitality and service industry background
  • Reservation management
  • Timely complaint resolution
  • Guest satisfaction focus

Certification

Hotel and Restaurant Management // Scranton, PA 1999

US Sommelier Association // Sommelier Certificate Immersion Course (CS) // Miami, FL 2008

Languages

English
Native/ Bilingual
Spanish
Professional
Italian
Native/ Bilingual
Albanian
Native/ Bilingual

References

References available upon request.

Timeline

Tigress Restaurant Guest Experience Manager

The Perry Hotel Naples
02.2025 - Current

Wine Consultant

Vins Cultes
01.2019 - 12.2024

Restaurant Owner/Operator Manager

Quail Village Golf Club
06.2016 - 06.2018

General Manager of Operations

Merrick Seafood - Fishtale Grill
05.2015 - 06.2016

Fine Wine and Crafted Spirits Sales Consultant

Vinecraft/XXI Wine & Spirits
05.2013 - 05.2015

Head Sommelier/Manager on Duty

David Burke Townhouse
08.2012 - 02.2013

Dining Room Manager

Kellari Hospitality Group
01.2012 - 08.2012

Restaurant Owner/General Manager of Operations

Absinthe Restaurant and Lounge
02.2008 - 06.2012

Restaurant Owner/Restaurant General Manager

Nektar, A Mediterranean Jewel
05.2005 - 12.2009

Server Captain/Assistant Manager

Bice Ristorante
02.2003 - 02.2005

Server Captain

Registry Resort/Lafite Fine Dining
11.1998 - 12.2002

Bachelor of Science - Electrical Engineering

Universiteti Politeknik

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